Unit of competency Outline

Date retreived
22/07/2026 3:21 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Manage customer engagement information

Manage customer engagement information

Unit of competency
National Code
BSBCUE602
State Code
AUL94
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to manage customer engagement information and the management information systems (MIS) used in a customer engagement environment.It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Select and set activity and transaction records and measurements
  • 1.1 Analyse business plan and budget to identify relevant business information needs
  • 1.2 Identify possible contact pathways
  • 1.3 Identify measurement methods and MIS used in each step in engagement pathway
  • 1.4 Configure information systems to capture required measurements
  • 1.5 Develop and implement testing procedures for transaction and call/engagement pathway measurements
2 Collect data
  • 2.1 Identify data collection methods in information technology systems used
  • 2.2 Monitor quantitative and qualitative data collection to ensure accuracy
  • 2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information
3 Analyse MIS resulting from customer contact activities
  • 3.1 Identify call/engagement traffic and transaction patterns and other trends and activities
  • 3.2 Apply correct data analysis methodologies
  • 3.3 Accurately interpret data
4 Prepare and present information
  • 4.1 Identify stakeholders for engagement centre information
  • 4.2 Tailor engagement centre information presentations for each stakeholder as appropriate
  • 4.3 Present both short and long-term engagement centre information system reports as required
No information
No information
Replaces
State Code National Code Title Type
S8061 BSBCCO602B Manage customer contact information Unit of competency
Replaced By
State Code National Code Title Type
OCE37 BSBOPS505 Manage organisational customer service Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification
AVW8 BSB61015 Advanced Diploma of Leadership and Management Qualification